yyyyyy x. yyyyyy p.o. box 0000 xxxxxx xxxx , xxxx , xxxxx 00000
solutions-focused information technology administrator eager to contribute technical expertise as well as dynamic project management and operational enhancement abilities in a senior technical support assignment.
ø b.a. degree.
ø upcoming b.s.b.a. with computer information systems emphasis.
ø over ten years of business experience, with the most recent three years focused on it technical support.
ø career built in wide-ranging facets of installation, configuration, administration and troubleshooting of advanced systems.
ø expertise in database implementation, configuration, interconnectivity and monitoring/testing.
ø outstanding user service abilities.
ø strong evaluative, assessment and diagnostic capacity.
ø adept in multiple program management applications.
ø demonstrated capacity in coordination, scheduling, testing, databases and project support.
ø contributor in increasing proficiency.
ø well-organized multi-tasker with strong detail orientation.
ø adept in aligning it contributions with organizational objectives.
microsoft office applications (word, excel, powerpoint, publisher, access, visio, project), adobe create suite (photoshop, indies, illustrator, captivate, dream weaver), sql server, oracle sql*plus, visual basic.net, html, unigraphics nx 4, catia v5, autocad, solidworks
it professional experience
c-17 engineering enterprise solutions 2006 - present
technical support specialist
recruited to deliver support to gms program management & business excellence.
o effectively aid gms c-17 export management system, gms customer satisfaction management system project, gms customer relationship management system project, c-17 configuration & data management system, c-17 program management integrated master tool suite project and export management system.
o utilize ms access/visual basic to design and launch database for gms strategic licensing plans.
assisted program system and analysis project manager in development, testing and deployment of program management best practice application.
o coordinated project meeting/status reporting for progress documentation.
o developed project schedules and coordinate key project milestones with cross-functional project team.
o facilitated conduct analysis on c-17 external customer satisfaction survey results to improve business process.
o originated user manuals/tutorials for internal and external government users in adobe captivate.
o executed test procedures to verify software application functionality and reliability.
o coordinated with developers in testing system security model.
o played key role in development of project/system metric charts.
o initiated and managed access database for system access control plan.
yyyyyy x. yyyyyy
supported gms customer satisfaction management system.
o conducted annual external customer surveys.
o distributed survey plan to all stakeholders.
o conceived survey question book and implemented survey
o ensured, with team members, progress of survey improvement plan.
assisted configuration management organization in collecting data from internal historical libraries/archives to design project metrics.
o monitored software input/integrity and entered into software configuration library tracking database.
o performed input of procurement package engineering release (pper) packages into pper tracking database while validating pper information and associated documentation.
o upgraded and validated software configuration libraries procurement specification (ps) documents.
o organized all ps documentation into pper share drive for storage to maintain released documentation integrity.
designated to aid aircraft system integration group.
o supported development of field issue tracking database utilizing microsoft access and visual basic and upgrading timelines and engineering response accuracy.
o developed detailed database programming for management/field information requirements.
o cooperated with teams to improve engineering investigation of field support issues.
assisted project manager on enterprise customer relationship management system (crms).
o wrote training materials for customer relationship management system (crms) and customer satisfaction management systems (csms) applications.
o collaborated with it and user community in assessing/upgrading reporting needs and user capabilities for system applications.
o designed and utilized crms online use id request/approvals process in tracking automatic requires (star) system
o conducted evaluation of user id requests and loaded customer data for crms user start-ups.
other career background
prior to 2006, served as managing editor, sino times corporation, el monte, ca, manager assistant/multi-media graphic designer, q&l international advertising corporation, shandong, china, and print production coordinator/customer service coordinator, four season printing co, guangdong, china.
in these assignments, built outstanding project management, organizational, design, marketing, coordination and customer service skill sets.
southern university, china
b.a., journalism communication
cal state fullerton
b.a., business administration, computer information
system concentration, 2010 expected graduation date
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